VP Member Services Support

If you are motivated and believe in the credit union philosophy of "People Helping People," join our team!

PURPOSE:  

To manage a specialized delivery channel used by our members. Critique procedures and implement enhancements as needed. Supervise and provide on-going specialized training to employees.

DIMENSIONS:    

Provide oversight in the delivery of Member Services Support during an assigned shift. Interpret and communicate to employees the guidelines and policies of operation as established by the Board of Directors and general management. Have thorough knowledge of by-laws and General Statutes regarding credit unions. Must adapt to an ever-changing environment by being innovative and creative in the delivery of specialized services. May have additional responsibility for supervision of certain parts of member services or branch operations as assigned by or in absence of SVP.

DUTIES:    

Supervise employees and monitor daily work assignments.  
Active in initial classroom training of all new employees.
Cross sell Credit Union services and advise members of available alternative in financial services.
Manage efficiency in processing member requests received via fax, phone, member access, e-mail and mail.
Provide feedback to SVP regarding staffing needs.
Provide statistics to SVP regarding call and internet totals worked during the shift.
Observe and bring to the attention to the SVP any training or procedural inconsistencies. 
Act in a professional manner on and off the job.
Set a good example for peers in the areas of time management, member relations, dependability and punctuality.
Offer creative suggestions for improvement of service to members or to improve workflow.
Be courteous and discrete in performance of duties and hold information about member accounts in strict confidence.
Must be knowledgeable of all Credit Union services.
Oversee the career path for employees.
Oversee module progress and testing.

REQUIREMENTS:    

Must have four year degree, CCUE Certification, Associate of Arts or Associate of Science degree via the North Carolina College Transfer Program (NC-CTP), plus supervisory recommendation and availability of the position. 
Must possess exceptional written and verbal communication skills to develop member confidence, respect and trust in our Credit Union.
Must have considerable knowledge in Credit Union operations and financial services offered and some knowledge of services offered by other financial institutions.
Must possess good overall knowledge of SECU systems and Member Services Support operations.
Knowledge base must include expertise in area of specialized service.
Must complete the Credit Union’s Basic Module Program requirements within 24 months of hire date as a condition of employment.
Must be able to speak English fluently. 
Neat appearance required.
Must be able to cooperate and collaborate with co-workers. 
Must be cordial in all interactions with members and co-workers. 
Must adhere to the work schedule and attendance policy established by manager.

JOB ENVIRONMENT:    
Office setting with physical proximity to other employees.  
Some background noise from other employees, copy machine, and telephone.

PHYSICAL DEMANDS:    
Must be able to comprehend and carry out verbal and written instructions. 
Job requires a substantial amount of sitting. 
Use hands and fingers to press keys on a computer keyboard to enter or retrieve information. 
Use hands and fingers to press telephone key pad and lift telephone receiver.
Must be able to comprehend phone calls.
Must be able to lift 5 pounds.

SECU provides equal employment opportunity to all qualified persons regardless of race, color, religion, age, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or other classification protected by law.

Disclaimer

State Employees' Credit Union reserves the right to fill this role at a higher/lower level based on business need.